Testimonials | BrightGauge

Question: How many different programs, web-tools or items of software do you use a day? Sure, all the tools you use add value. But with more tools comes more data points, more logins and, ultimately, more time spent analyzing trends and results. If all your important data and KPIs could be monitored in one place, it would save you time and increase your productivity and efficiency, right? That’s why business intelligence tools - like BrightGauge - matter so much. Even the customer satisfaction pros at SmileBack, and their clients, turn to BrightGauge to integrate all of their CSAT metrics into one single dashboard. We spoke to Eben Marks, Customer Success Manager at SmileBack, to learn more. CSAT pros putting their money where their mouths are As the team behind a successful CSAT survey, it would be hypocritical if SmileBack didn’t track their own performance. Within their own Customer Success department, the folks at SmileBack spend time keeping up to date with the total amount of support tickets they have, how many tickets have been replied to, and by whom. “Quite simply, we needed one place where we could monitor support tickets, our own satisfaction scores and more in one place,” says Eben Marks, Customer Success Manager at SmileBack. “And that’s what we’re getting with BrightGauge.” Through the data points they track, each team member receives a CSAT rating, which they use to improve processes. By implementing BrightGauge into their daily use, the team at SmileBack has benefited from quicker, stronger insights into their CSAT data. With a simple glance at their dashboard at any point throughout the day, Eben and his team are able to assess if they’re meeting customer needs or if they may be falling short. They see their survey reactions in real-time, which empowers them to make immediate changes, if necessary. Overall, it has made the department more productive. “Understandably so, some of our goals revolve around our CSAT performance. We’re also using BrightGauge to track those goals,” says Eben. “It’s a simple system because your relevant numbers for the goal you want to achieve are displayed in red or green, so you know quickly whether you’re on or off track.” There are around 40 different datasources that you can display at any one time, making BrightGauge a powerful dashboard for the team to monitor, but also to display on TV screens or individual monitors if we need it. "SmileBack integrates with BrightGauge, but we're also happy to personally use the integration ourselves because it has helped us understand our data better,” says Eben. What SmileBack clients have to say For Adam Hannemann, Director of Managed Services at Imagine IT, the SmileBack integration with BrightGauge is one of their key tools for daily work. “We use BrightGauge for pretty much everything” says Adam. Imagine IT has several users internally that essentially get their next work from a dashboard to make sure the right things are being worked on at the right time. “We have TVs up in our service desk area that show dashboards specific to service-related items, then we have another dashboard for our Depot/Account Management/NOC that cycles through data relevant to those departments. We also have several users that dedicate a single monitor on their desk (our standard is 4 monitors) for a BrightGauge dashboard,” says Adam. A KPI they’re constantly looking at on those dashboards? A running tally of their SmileBack scores, plus a week-over-week gauge. This helps them keep an eye on their streaks of positive reactions. It’s a similar story for Edward Aronyk for MSP Keeran Networks, who could not do client reporting today without BrightGauge – at least not this easily. “It’s very powerful, but also pretty straightforward to use. We’ve used competing products in the past but BrightGauge is way more brain friendly,” says Edward. “With the SmileBack integration, we can include CSAT data in our QBR reports for when we sit down with our clients, and the monthly summary reports we email them. SmileBack can print a nice report too, but I like that BrightGauge integrates all of our datasources into a single report.” About the SmileBack + BrightGauge integration When you integrate SmileBack + BrightGauge, you’re going to get 34 default KPIs, 3 pre-built dashboards, and 2 report templates to get you started. That way, you can start viewing your essential CSAT data (and data from your RMM, PSA, finance, or other tool you’re using) immediately. Some of the default KPIs that come with the integration include: Average CSAT % Last 90 Days CSAT Per Resource Days Since Last Negative Reaction Net CSAT Score Positive Reactions Total Reactions To learn more about SmileBack + BrightGauge, please contact us today. For more on why CSAT surveys matter and how to create effective ones, download our whitepaper ‘Customer Satisfaction Surveys That Work’.

Keeping track of key performance indicators (KPIs) in your sales process is a fundamental part of measuring and improving it. One crucial concept in the sales process is the sales funnel, which divides your customers into different sections of the funnel as they move along your sales process. The Top of the Funnel. This is where most potential customers start as new sales leads. In graphics, the top of the funnel is the widest section, as it likely has the most people in it. The Middle of the Funnel. The middle of the funnel is reserved for leads who have moved part of the way through your sales process. The criteria for moving a lead into the middle of the funnel may vary depending on your company’s sales process. The Bottom of the Funnel. This is the part of the sales funnel where your most qualified leads and those who are about to close a deal reside. The bottom of the funnel is where many sales teams focus their efforts, as it represents their best opportunities for deals. Why is it called the sales funnel? Because, as prospective leads move through the funnel, there is a tendency for some of them to drop out of your sales process. So, when represented with a picture, the funnel tends to go from being wide at the top to being narrow at the bottom. Tracking your sales funnel KPIs is critical for evaluating the overall health of your sales pipeline and addressing potential issues. What are some sales funnel metrics you should be tracking, and why are they important? Here’s a short list: Sales funnel KPI #1: Lead generation It’s hard to build a healthy sales funnel if you don’t have any leads to track. So, lead generation is a critical sales funnel metric to track. In a nutshell, lead generation is a measure of the number of people you have added to your sales pipeline over a given period of time. When tracking lead generation as a sales funnel KPI, it can help to track related metrics as well, such as: Cold calling activity metrics Website form fills (which helps generate leads) Social media activity metrics Activities such as cold calling and social media can help create leads—though their use and the specific metrics you track may vary depending on your sales process. Tracking website activity and which forms your potential customers are filling out (and which ones they’re abandoning partway through) can help you optimize your website and forms to improve lead generation. Sales funnel KPI #2: Lead attrition Attrition is a fact of life for any sales funnel no matter how good your sales processes and team are. There are many reasons why a lead may leave your sales funnel, such as the lead realizing they signed up for the wrong type of product/service, to them closing with another company faster, to their circumstances changing so they no longer need anything. Keeping track of lead attrition at different levels of the sales funnel can help you identify potential issues in your sales process. For example, if 90% of your new leads never make it to the middle of the funnel, that’s a good indication that you may need to refine your lead generation methods. Why? Because that many people dropping out of the funnel right after entering may indicate that they weren’t a good fit for your product or service. By measuring lead attrition, you can identify steps in your sales process that are proving problematic. From there, you can make refinements that will, hopefully, help reduce attrition. Sales funnel KPI #3: Time to conversion How long do customers spend in each section of your sales funnel? Time to conversion is an important sales funnel metric to track alongside lead attrition because it can help highlight a cause for attrition. For example, say that one of your steps in the sales funnel, such as from the middle of the funnel to the bottom of the funnel, has an extremely high lead attrition rate and a long time to conversion for the few customers that do make the transition. The long wait to convert could be causing leads to lose interest in your product or service. Finding ways to speed up the transition from middle of the funnel to bottom of the funnel could help your sales team keep potential customers interested. This can involve any number of measures depending on how your current sales process is structured. Some common ideas include streamlining your sales process to eliminate blockages in the sales pipeline, adding more sales team members to increase your lead outreach, or using automation to improve communication with your potential customers. Sales funnel KPI #4: Sales activity metrics How engaged is the sales team in trying to move customers along the sales funnel—especially those who are in (or ready to transition to) the bottom of the funnel? Sales activity metrics, such as number of phone calls made, emails sent, and time spent engaging with leads can be crucial for measuring the performance of the sales team and determining what is or isn’t working. If you look at your highest-performing sales team members, what do you see? Are your top performers spending more time on the phone, sending more emails, or arranging demos of your product/service? When you can correlate high-performing salespeople to their most frequent activities, you have a better idea of what will work for the rest of your salespeople. You can also contrast these sales KPIs against those of the lowest performers. What are the least successful members of the team doing that others aren’t? While not every employee will have the same level of success with the same activities (for example, one sales team member might be really good on the phone while another one is better at writing emails or creating presentations), it can help you optimize your future sales training efforts. Sales funnel KPI #5: Customer lifetime value What is the average return on investment you can expect from a customer over their lifetime? Knowing how much a customer will be worth during their time with your company is important for assessing how much you can afford to spend on trying to acquire that customer. As such, customer lifetime value is a crucial sales KPI to know (alongside your cost-per-lead). Being able to assess the lifetime value of your customers and balancing that against your cost-per-lead and customer conversion rate helps you gauge the success of your sales process. If the average lifetime value of your customers is less than the cost of getting that customer in the door, then something obviously needs to change. These are just a handful of the sales funnel metrics that you can (and should) track. Do you need help measuring your sales funnel KPIs? Talk to our team to learn more about how you can use data analytics to optimize your sales process!

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From our blog

Migrating From One Datasource to Another Within BrightGauge

How SmileBack Uses BrightGauge to Track Their Own CSAT Ratings

Why You Need to Track Your Sales Funnel KPIs

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